How can I speed up the time it takes to verify a toll free phone number?

Question

We purchased a toll free phone number several weeks ago and there has been no movement with its verification. Is there a way to speed this up or speak to a human being who we can explain to what we need this phone number for? It is delaying our product launch.

Answer 1

Hi Zolaikha Freidah,

Toll-free numbers in Azure Communication Services need manual checks for compliance and use case approval, which can take several weeks. The process is done by Azure’s telecom partners, not just Microsoft, which can cause delays and no clear status updates.

To speed up the toll-free number verification, please follow these steps:

1). Raise an Azure Support Request

Create an Azure Support Request

• In the request:

Set Issue Type: Technical

Service: Azure Communication Services

Problem Type: Toll-free number activation delay

Include your toll-free number, order date, and clearly describe the urgency and business impact (e.g., launch delay)

2). Share a simple explanation of how you plan to use the toll-free number, if you haven’t already.

Sometimes delays are due to unclear or missing information. Include:

• What the number will be used for (e.g., customer support line, SMS notifications)
• The industries involved (e.g., healthcare, finance)
• Expected traffic/volume
• Compliance details (opt-in process, message types)

Toll free Plan number type and features

Please accept as "Yes" if the answer provided is useful, so that you can help others in the community looking for remediation for similar issues.

Let me know if you have any further Queries.